ManageEngine ServiceDesk Plus MSP :: Admin Guide
ManageEngine ServiceDesk Plus MSP ¨C Admin Guide
Table of Contents
INTRODUCTION ...................................................................................................... 12
System Requirements...................................................................................................... 14
Installation and Getting Started ........................................................................................ 15
Database Configuration ................................................................................................... 23
Uninstalling ServiceDesk Plus - MSP ............................................................................... 29
Registering ServiceDesk Plus - MSP ............................................................................... 30
Contacting ManageEngine ............................................................................................... 31
HOME ...................................................................................................................... 34
Login Home page ............................................................................................................ 34
My Tasks ......................................................................................................................... 38
Publishing Announcements.............................................................................................. 40
Scheduler ........................................................................................................................ 42
My Schedule .................................................................................................................................. 43
Technician Availability Chart .......................................................................................................... 47
Reminders ....................................................................................................................... 52
License Expiry Alert ......................................................................................................... 54
DASHBOARD .......................................................................................................... 55
REQUEST ................................................................................................................ 59
Requests ......................................................................................................................... 59
Request List View ............................................................................................................ 60
Creating a New Request .................................................................................................. 62
Providing Request Details ............................................................................................................. 62
Selecting the Requester ................................................................................................................ 62
Assigning Request to Group/Technician ....................................................................................... 63
Classifying Request Category ....................................................................................................... 63
Describe Request .......................................................................................................................... 64
Add Attachments to the Request ................................................................................................... 64
Adding Resolution for a Request ................................................................................................... 64
Additional Request Details ............................................................................................................. 64
Quick Create .................................................................................................................................. 65
Change Template .......................................................................................................................... 65
Modes of Creating a Request ........................................................................................................ 65
Raise a Service Request ................................................................................................. 67
Creating Custom Views ................................................................................................... 70
Viewing a Request ........................................................................................................... 72
Viewing Request Details ................................................................................................................ 73
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ManageEngine ServiceDesk Plus MSP ¨C Admin Guide
Viewing Requester Details ............................................................................................................. 73
Viewing Conversations .................................................................................................................. 73
Viewing Discussion Notes ............................................................................................................. 73
Cost of a Request .......................................................................................................................... 73
Viewing Resolution ........................................................................................................................ 75
Viewing History .............................................................................................................................. 76
Editing a Request ............................................................................................................ 77
Closing Requests............................................................................................................. 78
Picking up Requests ........................................................................................................ 79
Assigning a Technician for the Request ........................................................................... 80
Unassigning a Technician from a Request ....................................................................... 82
Start / Stop Request Timer .............................................................................................. 83
Adding Notes ................................................................................................................... 84
Tasks ............................................................................................................................... 85
Merging a Request .......................................................................................................... 88
Link Requests .................................................................................................................. 90
Copying a Request .......................................................................................................... 93
Deleting Requests ........................................................................................................... 94
Printing the Request ........................................................................................................ 95
Adding a Resolution ......................................................................................................... 96
Searching Solutions ......................................................................................................... 97
Submit For Approval ........................................................................................................ 98
Viewing Requester Details ............................................................................................. 100
E-mail the Requester ..................................................................................................... 101
Forward the Request ..................................................................................................... 103
E-mail the Technician .................................................................................................... 104
SMS the Technician ....................................................................................................... 105
Request Conversations.................................................................................................. 106
Viewing Requests Based on Filters................................................................................ 107
Auto Refresh of RequestList page ............................................................................................... 107
My Group ..................................................................................................................................... 107
Requests ...................................................................................................................................... 108
My Open Or Unassigned Requests ........................................................................................ 108
Unassigned Requests ............................................................................................................. 109
Unassigned Due Requests ..................................................................................................... 109
My Open Requests ................................................................................................................. 109
My Requests On Hold ............................................................................................................. 109
My Overdue Requests ............................................................................................................ 109
My Pending Requests ............................................................................................................. 109
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ManageEngine ServiceDesk Plus MSP ¨C Admin Guide
My Requests Due Today......................................................................................................... 109
My Completed Requests ......................................................................................................... 109
Open Requests ....................................................................................................................... 109
Requests On Hold ................................................................................................................... 109
Overdue Requests .................................................................................................................. 110
Requests Due Today .............................................................................................................. 110
Pending Requests ................................................................................................................... 110
Completed Requests ............................................................................................................... 110
All Requests ............................................................................................................................ 110
My Hardware View .................................................................................................................. 110
My View ....................................................................................................................................... 110
Sorting Requests by Column ....................................................................................................... 111
Customizing Request List View ...................................................................................... 112
Searching Requests ...................................................................................................... 113
Multi site on Requests.................................................................................................... 114
MOBILE CLIENT ................................................................................................... 116
PROBLEMS ........................................................................................................... 125
Problem Management.................................................................................................... 125
Creating a New Problem ................................................................................................ 126
Viewing Problem Details ................................................................................................ 127
Editing a Problem .......................................................................................................... 128
Closing Problem ............................................................................................................ 129
Picking Up Problem ....................................................................................................... 130
Assigning Technician ..................................................................................................... 131
Problem Analysis ........................................................................................................... 133
Problem Solutions.......................................................................................................... 134
Adding Notes ................................................................................................................. 135
Adding Tasks ................................................................................................................. 136
Adding Work Logs ......................................................................................................... 138
Deleting Problem ........................................................................................................... 140
Associating Incidents to a Problem ................................................................................ 141
Associating Changes to Problem ................................................................................... 142
Adding Reminders ......................................................................................................... 143
Viewing Reminders ........................................................................................................ 144
Publishing Announcements............................................................................................ 146
Send Notifications .......................................................................................................... 148
Printing Problem ............................................................................................................ 149
CHANGES ............................................................................................................. 150
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ManageEngine ServiceDesk Plus MSP ¨C Admin Guide
Change Management .................................................................................................... 150
Creating New Change.................................................................................................... 151
Forward Schedule of Change ........................................................................................ 152
Viewing Change Details ................................................................................................. 156
Editing a Change ........................................................................................................... 158
Printing Change ............................................................................................................. 159
Adding Notes ................................................................................................................. 160
Adding Reminders ......................................................................................................... 161
Viewing Reminders ........................................................................................................ 162
Adding Tasks ................................................................................................................. 164
Adding Work Logs ......................................................................................................... 165
Assigning Technician to a Change ................................................................................. 166
Picking Up Change ...................................................................................................................... 167
Closing Change ........................................................................................................................... 168
Deleting Change .......................................................................................................................... 169
Associating Incidents to a Change .............................................................................................. 170
Associating Problems to a Change.............................................................................................. 171
Publishing Announcements ......................................................................................................... 172
Send Notifications ........................................................................................................................ 174
Change Planning ......................................................................................................................... 175
Recommending Change by CAB ................................................................................................. 177
Approving Change by the Change Manager ............................................................................... 179
ASSETS ................................................................................................................. 180
Assets ............................................................................................................................ 180
IT Assets........................................................................................................................ 181
IT Assets ...................................................................................................................................... 181
Adding IT Asset............................................................................................................................ 182
Editing Assets .............................................................................................................................. 184
Adding Assets to Group ............................................................................................................... 185
Assigning Assets to Department/Site .......................................................................................... 186
Modifying State for IT Assets ....................................................................................................... 187
Change log-in Credentials for bulk of IT Assets .......................................................................... 188
Bulk Scan of IT Assets ................................................................................................................. 189
Deleting Assets ............................................................................................................................ 190
Importing Asset details From CSV............................................................................................... 191
Viewing IT Asset Details .............................................................................................................. 192
Copying Assets ............................................................................................................................ 194
Attaching Assets .......................................................................................................................... 195
Attach Component ....................................................................................................................... 196
Attach Documents........................................................................................................................ 197
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